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Head of Consumer Payments, Loyalty, and Customer
2 weeks ago
**How will I help?**
Westpac Consumer Finance has a new opportunity for a senior payments and credit cards leader with a strong strategy, product, and customer-lifecycle-management / marketing background, to head up our Consumer Payments, Loyalty and Customer Success area.
Reporting to the MD for Consumer Finance, this role will lead the team responsible for driving product utilisation, customer engagement, and P&L outcomes, through the delivery and maintenance of card-linked payment and loyalty propositions, partner relationships, customer service experiences and engagement on existing product features.
This exciting leadership opportunity plays a lead role in defining and developing Westpac’s future payments-as-a-feature strategy, owning the existing Customer Relationship journeys for the Consumer Finance line of business, and utilising data and product expertise to improve customer experience and solve customer problems.
**What will you do?**
- Uplift Consumer Finance product utilisation and asset retention to optimise portfolio returns
- Own the Consumer Finance and Payments lifecycle service experience and end-to-end cost-to-serve
- Lead and develop the Consumer Finance customer advocacy (NPS) growth initiatives
- Strategy development of Consumer payment propositions - Mobile wallets, card tokenisation and digital cards
- Oversight of Scheme and Pays payment relationships to ensure strong commercial outcomes
- Lead the process of simplification, digitisation & automation of Consumer Finance lifecycle servicing processes with goals to improve customer experience and reduce cost
- Simplification & optimisation of existing payment capabilities
- Oversight of credit & fraud performance of customer base within CF risk appetite
- Owner of Issues and incidents within the area
- Oversight and improvement of our Customer Assist processes and responses.
**What’s in it for me?**
You will play a critical role in both the current performance and future transformation of a large Consumer Finance business within an industry undergoing a fast pace of change. We will support you in the development of your career with internal career prospects and flexible working. You will also be backed by a fantastic team of people in a can-do, supportive structure.
**What do I need?**
- Strong technical background in Credit Cards or Transaction Accounts strategy, product, and lifecycle management
- Payments strategy, delivery, and management experience preferred
- Demonstrated experience in process re-design to improve customer experience
- Strong capability to utilise data and analytics to drive decision making and customer initiatives
- Strong understanding of risk management disciplines
- Ability to influence and manage internal and external stakeholders including partner relationships
- Ability to lead experienced and high performing teams with a strong focus on innovation culture, cross-functional collaboration, and agile delivery
**What is it like to work in Westpac?**
As well as good pay and a great culture, joining the Westpac family means you will get some of the best banking, wealth, and insurance benefits in the market. We back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We will even pay you to do volunteer or community work. As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.
**How do I Apply?**
Start here. Just click on the APPLY button.
The health and wellbeing of our employees is our top priority. We’ve developed clear standards to ensure our people are confident, safe, and healthy whether they’re working from a Westpac Group site or working from home. These are based on expert medical advice and Safe Work Australia guidelines.
